Customer saying we damgd car -- opinion please

Did he bring this to your attention when he picked the car up, or at a later date?
 
It was bought to my attention at a later date.

He had the GM come out an look at it on the date he said it happend..
 
Now, I don't golf or can't picture the surroundings you detail in but there is no surveillance anywhere to show who was driving the car when it went over a curb?
 
NBD said:
It was bought to my attention at a later date.

He had the GM come out an look at it on the date he said it happend..
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The GM should have called you immediately to inform you of the issue as far as I'm concerned.

This guy sounds similar to a former customer I once did some work for. Dropped his finished car off when he wasn't home (I dealt with his wife) and about a month later he calls me up saying I destroyed the paint on his hood. The clear coat was checking in several areas which I had explained to him couldn't be fixed -- he proceeded to claim the damage wasn't there before I touched it even though I had a signed check-in form noting its presence.

I basically told him he was welcome to take me to court and let the judge tell him to go pound sand, because I wasn't going to be paying for any damage I had documented proof I didn't cause.

Best part was, he'd sold the vehicle in question a week prior to calling me back and complaining. :laughing:
 
NBD said:
It was bought to my attention at a later date.

He had the GM come out an look at it on the date he said it happend..
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Well then there is no proof he didn't do it himself afterwards. Have you actually measured the curbs in the area to verify this could have happened?
 
I just do my own cars so I can't comment from a business perspective like others.

I will tell you that if you decide to let him sue you in small claims court, hiring a lawyer would not be necessary at all. Small claims is designed to handle minor issues like this without an attorney. And I seriously doubt he could prove your detailing was the cause of his damage.

With that said, the easy calculation would be to say how many potential customers might be turned away if he speaks poorly of you to everyone? If you multiply the # of potential lost customers by the average cost of those lost jobs, you might quickly eclipse the $720 dollar estimate of that bumper. Thus, as much as it sucks, I might simply bite the bullet, be overly gracious in getting it fixed, and avoid this customer like the plague in the future.

Just my 2 cents.
 
I am getting on this late, but I would get 3 other estimates from other legit shops including 1 dealer and show this guy you are not an idiot. lastly, if there is a mobile repair guy get an estimate form him. You can agree to fix it but your way.

I am not here to throw any salt and I am sorry times are tough but if you do not have insurance you need at the very least to have custmers sign a waiver and if I were you not move the cars at all. Clean in place. I would not have someone without insurance workoing on my car. Also, if one of your employees gets hurt they will own you.

I am just trying to help piont out the issues of being uninsured.
 
IF you did even do this...it would not cost anywhere near that to fix. He could get a brand new bumper for less than half of that.

This is just one of those times where the customer most likely caused this damage himself without noticing. But, after it gets detailed they decide to finally actually look at their vehicle. Anything they find, that they didn't know was there before...is all the sudden your fault. Which is bull.

I would personally tell the guy to take a hike. There's nothing he can do to prove this damage was caused by you. Tell him you don't need his business.
 
he is trying to pull a fast one on you. most car (daily driven) will have this type of damage if they are low and the drivers doesnt know how to park. go to a mall and look at the low cars and see which ones doesnt have any rash at all.
 
JSFM35x said:
I am getting on this late, but I would get 3 other estimates from other legit shops including 1 dealer and show this guy you are not an idiot. lastly, if there is a mobile repair guy get an estimate form him. You can agree to fix it but your way.

I am not here to throw any salt and I am sorry times are tough but if you do not have insurance you need at the very least to have custmers sign a waiver and if I were you not move the cars at all. Clean in place. I would not have someone without insurance workoing on my car. Also, if one of your employees gets hurt they will own you.

I am just trying to help piont out the issues of being uninsured.
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Disregarding that idea that the OP feels he's not responsible for the damage, is that how you'd want your car repaired? I would never let someone tell me where I had to take my car to get repaired, let alone some moble hack!


Kristopher1129 said:
IF you did even do this...it would not cost anywhere near that to fix. He could get a brand new bumper for less than half of that.

This is just one of those times where the customer most likely caused this damage himself without noticing. But, after it gets detailed they decide to finally actually look at their vehicle. Anything they find, that they didn't know was there before...is all the sudden your fault. Which is bull.

I would personally tell the guy to take a hike. There's nothing he can do to prove this damage was caused by you. Tell him you don't need his business.
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I disagree (at least from a reputable shop). At the very minimum he would be looking at $500. The book will list how many labor hours is given for the R&I of the bumper and not all cars will be the same.

Below is an example from my fathers shop on the replacement of the rear bumper cover with no body work required (damage repair). Take away the part cost and your at $535 and that's without having to repair the scraped up cover.

estimate.jpg
 
I think I would take a measuring tape and measure the height of the curbs where this was to have happened and measure the clearance of the bumper to see if it was even possible that one of your guys could have done the damage.

Then I would try to talk to the customer and show him the facts, be sure to take your camera.
 
If you agree to pay I would make it clear (in writing) that you believe you did not cause the damage but are only paying to protect your reputation. I think that once you agree to pay you are essentually admitting fault. I am not a lawyer so i may be wrong.
 
NBD said:
It was bought to my attention at a later date.

He had the GM come out an look at it on the date he said it happend..
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Here is your answer. If he DID NOT stated the damage the same day you performed the detail job or at least the next day to you not the GM, then you are not responsible for whatever he may be complaining about. I guarantee you a lawyer is not even needed if it was to go to court. A simple check up list can be design to be signed by the owner before doing any work. Something I learned at the dealership. If I find the slip or remember how the check list goes il pm it to you. Hope everything works well.
 
batb said:
If you agree to pay I would make it clear (in writing) that you believe you did not cause the damage but are only paying to protect your reputation. I think that once you agree to pay you are essentually admitting fault. I am not a lawyer so i may be wrong.
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Actually no, not most times. The whole point of most settlements is to explicitly NOT admit fault, but only admit that paying something now is in the best interest of the party. Most settlements state this very clearly. So basically what you are saying above is how most settlements work, except they would include 9 pages of legalese. ;)
 
If you didn't do it, don't pay. Talk to the GM and explain the situation, and that you appreciate the opportunity to detail there. Since the guy is a PITA, and has been in the past, I would consider taking pictures before, during, after. It will take more time, but look at the time you're spending with this, not to mention the stress.

Is there another detailer who wants to get in there? (perhaps a friend of the PITA) Something you might want to find out.
 
I wonder what a car dealership would say if you bought a car from them and a week later you came back and told them that someone at the dealership had jumped a curb and bent the front bumper prior to you driving it off the lot?
 
I made an inspection form in word this afternoon. Can anyone help me load it up on the web so other people can use it if they want? I tried photo bucket but they only allow image files. If some one can I would thank you greatly
 
60IN3 said:
I made an inspection form in word this afternoon. Can anyone help me load it up on the web so other people can use it if they want? I tried photo bucket but they only allow image files. If some one can I would thank you greatly
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I would be interested in an inspection form as well. I dont know where people order those carbon copy inspection forms.
 
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